Member Support Representative Lead

• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews.
• Lead onboarding and ongoing training, including live call shadowing and ticket-handling ramp-up.
• Set clear expectations and hold team members accountable to 30/60/90-day milestones and ongoing performance targets.
• Foster a collaborative, high-accountability team culture that balances empathy with resilience.
• Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback.
• Identify coaching opportunities and performance trends; proactively address gaps.
• Ensure adherence to scheduling, staffing coverage (including evening and weekend needs), and service level expectations.
• Complete consistent QA reviews with timely feedback and ongoing coaching.
• Serve as the first point of escalation for member issues that exceed representative-level resolution.
• Partner with cross-functional teams to resolve member and operational issues.
• Communicate clearly and professionally with internal stakeholders, translating team-level trends into actionable insights for leadership.
• Manage day-to-day team workflow, including balancing live call coverage with ticket queue management.
• Identify process gaps or inefficiencies and recommend improvements to reduce escalations and missed-call volume.
• Maintain accurate documentation of team performance, coaching notes, and process changes.

• Experience working in a remote, high-volume complex case manager or care coordinator environment, ideally in a lead, supervisor, or senior agent capacity.
• Prior people-management or team-lead experience strongly preferred.
• Ideally, experience in healthcare or another highly regulated industry (e.g., finance/payments processing).
• Familiarity with call center and ticketing platforms (e.g., Zendesk) preferred.
• Reliable high-speed internet access (minimum ~100 Mbps download / 20 Mbps upload) and a completely private, secure, quiet workspace.
• Flexible availability, including the ability to work later day shifts and occasional weekends.

Pay range: $60K - $75K

• Remote-First Company
• Unlimited PTO
• Flexible & remote location
• Healthcare Coverage (Medical, Dental, Vision)
• 401k & bonus
• Registered Dietitian Sessions